New ticket email going to wrong agent email

[brandon_jones]

I have an agent that is not getting emails when he is assigned to them.  He has two AD accounts, john.smith@domain.com  and jsmith.adm@domain.com .  The system is sending these emails to jsmith.adm@domain.com  instead of john.smith@omain.com   I checked his john.smith user in Lansweeper and the john.smith@domain.com is the address listed with that user. 

The jsmith.adm user does not have an email address.

Any suggestions?

[Tim_N]

Hello @brandon_jones 

Can you please validate for us: 

Configuration > User Access & Roles -- does your user have the proper email listed in this location? 

Configuration > Email Settings -- at the very top is a place to have an email address; is there proper email address listed there? Or, maybe scroll down on that page to "rules" where maybe a rule is in place that sends to the wrong address? 

I'm not sure if checking those locations gives you any more information or help with your investigation. 

You are right, emailing to the .adm account is strange behavior. Typically a user account and .adm account are two individual domain accounts, thus two different email addresses. 

Let us know what you see in these locations.